Director of Customer Experience – Global Live TV Streaming Platform

At arenaflex, we're revolutionizing the way people consume live media, and we're looking for a talented and experienced Director of Customer Experience to join our team. As a key member of our leadership team, you'll be responsible for developing and executing strategies that enhance customer satisfaction, streamline service operations, and improve overall efficiency. If you're passionate about delivering exceptional customer experiences and have a proven track record of success in leading customer care operations teams, we want to hear from you.

About arenaflex

arenaflex is a global live TV streaming platform that's committed to building the world's leading platform with the greatest breadth of premium content and interactivity. With a growing presence in the U.S., Canada, France, and Spain, and a technology center in Bangalore, India, we're rapidly expanding our team and operations to meet the evolving needs of our customers. Our mission is to transcend the industry's current TV model and provide a seamless, engaging, and personalized experience for our users.

Job Summary

We're seeking an experienced and dynamic Director of Customer Experience to lead our customer support team and drive exceptional customer experiences. This role is responsible for developing and executing strategies that enhance customer satisfaction, streamline service operations, and improve overall efficiency. The ideal candidate will have 7+ years of experience leading customer care operations teams and a proven track record of success in driving customer satisfaction and loyalty.

Core Responsibilities

As the Director of Customer Experience, you'll be responsible for:

• Overseeing day-to-day operations, including but not limited to, the operation teams, quality assurance, scheduling/staffing for remote arenaflex teams
• Owning oversight of arenaflex outsourced vendor partners
• Owning key KPIs for all BPOs
• Implementing strategy for customer service, including evaluation of success measures and operational efficiency
• Managing departmental budgets and ensuring cost-effective service operations
• Influencing or decision-making for front-line policies and procedures regarding KPIs, motivation, rewards, discipline, conflict resolution, interviews, attendance, and training
• Overseeing the identification, development, analysis, and improvement of team performance and/or business objectives
• International travel required (~25%)
• Leveraging data to make factual decisions on behalf of the customer experience field team to influence process improvement opportunities
• Recommending plans for training, quality assessment, staffing, shift assignments, and all other agent-impacting projects supported by global functional teams
• Validation and approval of vendor invoices
• Conducting performance reviews for direct reports
• Job duties are subject to change

What to Bring

To be successful in this role, you'll need:

• 7+ years of contact center people management experience, leading mid-to-large size groups with a proven track record of success
• Strong knowledge of contact-center operational procedures and metrics
• Strong leadership and team management skills with the ability to motivate and inspire employees
• Ability to thrive under pressure and handle critical issues calmly and respectfully
• Availability to work irregular hours, including holidays, nights, and weekends
• A Bachelor's Degree from an accredited university

Perks & Benefits

As a member of the arenaflex team, you'll enjoy:

• The opportunity to personally influence what live media looks like after it goes through its next big transformation
• Highly competitive compensation based on experience and market standards
• Robust benefit package, including Health/Dental/Vision coverage sponsored up to 100% for employees, 401k, Life Insurance, and commuter benefits
• Free Premium arenaflex Account
• Unlimited PTO days and regular company-wide activities
• arenaflex's main Headquarters are located in Midtown Manhattan, with offices in Denver, Paris, and Bangalore
• arenaflex is an e-verified company

Compensation

arenaflex's minimum base salary for this role is $130,000 per year, with a maximum base salary of $170,000 per year. Additionally, this role is eligible to participate in arenaflex's equity plan, annual cash bonus plans, unlimited PTO, and a full range of medical benefits. The final offer amount will be at the company's sole discretion and determined by multiple factors, including years and depth of experience and expertise, location, and other business considerations.

Why Join arenaflex?

At arenaflex, we're passionate about delivering exceptional customer experiences and creating a culture of innovation and collaboration. We're committed to attracting talented people from diverse backgrounds and traditions and providing opportunities for growth and development. If you're looking for a challenging and rewarding role that will allow you to make a real impact, we want to hear from you.

How to Apply

If you're passionate about delivering exceptional customer experiences and have a proven track record of success in leading customer care operations teams, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job